Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I'm not sure why they are not understanding why they should have some responsibility in this matterI will outline below:The insurance policy was purchased on Air France's websiteDue to a glitch in Air France's online system, the purchase was not sent to the insurance providerAir France collected money for the insurance, therefore Air France should be held accountable to some degreeThe resolution I am requesting is the ability to cancel my flights and receive a full refund from Air FranceThis is a very small request and Air France should be willing to make this gesture of good faithA company can't simply collect money or make reservations on behalf of another company and refuse to be held responsibleI cannot contact the insurance company because Air France failed to notify the insurance company of my policy purchase so a policy in my name does not exist
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are sorry to learn of *** ***s dissatisfaction as she was expecting a response from Air France, however, our partner Delta Air Lines is tasked with answering correspondence from our customers residing in North AmericaThat being said, we regret that ** *** was unable to travel as planned
on ** April 2016, due to the overbooking of her flight from Tel Aviv to ParisWhile we recognise that this situation must have been disappointing for her, there are many reasons why it is necessary for airlines to overbook, although we strive to keep this to an absolute minimumWhile we are pleased to note that our ground staff was able to offer an alternate itinerary that allowed you to arrive earlier at Pittsburgh, her final destination, we deplore that this also resulted in a long wait at Tel Aviv airport and, we are sorry to learn, the delay of her baggageSince overbooking is a common industry standard, legislation has been introduced to provide compensation for passengers facing this situationOur records show that a check corresponding to this compensation has been issued * August and cashed on ** August We are also sorry to learn that your baggage was delayed and wish to offer you our renewed apologies for any inconvenience causedWe are aware of the considerable difficulty incidents such as this can causeEvery effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and we very much regret this was not the case on this occasion. Also, since the last carrier of the journey, to whom the delay is reported, is responsible for handling the baggage claim, we kindly request that *** *** to contact Delta Air Lines directly. We do hope that the above explanation will help soften the negative impact of this situation, and that ** *** will afford us another opportunity to serve her to her entire satisfaction
We were sorry to learn of the difficulties *** *** has been experiencing with the insurance policy purchased together with Air France ticketsAir France does not have access to the insurance company recordsWe therefore kindly invite *** *** to contact the insurance company directly
together with her proof of purchase of the insurance contracted. Best regards,Air France Customer Care
We are sorry that ** *** continues to be dissatisfied. Whilst this is always a matter of concern to us, we regret that we are not able to change our position. When a customer decides to purchase travel insurance, the contract is strictly between the passenger and the insurance companyIf ** *** has a proof of payment of the corresponding fee, she may submit it to the insurance company for their perusal We do hope that we can move forward from this point and that ** *** will afford us another opportunity to serve her to her entire satisfaction
We appreciate ** ***’s telling us of her dissatisfaction with the conditions surrounding her flight DLof * April last, operated by Air France from New York City to Paris. Due to unforeseen operating difficulties, we were forced to postpone the takeoff of this flight While
there are many factors that can prevent a flight from departing or arriving on time, we take all reasonable measures to avoid such occurrences. We fully appreciate the inconvenience caused to her and her sons on this occasion and wish to offer you our renewed apologies. However, we are unable to respond favourably to her request to refund her Delta Air Lines ticket and we kindly refer her to contact that airline for their considerationShe may do so through the following link: Comment/complaint? We thank Mrs GENOVESE for her understanding and trust that this issue will be resolved at her satisfaction
Dear ** ***,Thank you for your message.In order for us to go any further with the review of your file, please provide your ticket number (reservation number) at your earliest convenienceI will treat your request upon reception.Kind regards,Air France/KLM Customer Care
*** ***,I am sorry our last answer didn’t bring you satisfaction.I would like to thank you for providing the proof of contact with Air FranceThis e-mail is enough for us to process your refund, as per our hour cancellation policy.Our refund department will be in touch with you shortlyWe thank you for your patience in this matter and we hope everything was solved to your entire satisfactionKind regards,Air France Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This response is very disappointing and doesn't help at all since the Air France rep who made the mistake was in Houston and not Morocco and we don't know who to reach out to in Morocco to resolve this matter
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are sorry to learn that *** *** is dissatisfied with the change of program affecting flight *** of ** June **17, operated by Jet Airways from Paris to Mumbai, which she had reserved for her mother. Flight frequency to some destinations sometimes must be amended in light of changing
demands for transport or local conditionsIn this particular case, it appears that the operating airline, Jet Airways has changed the departure and arrival times of the flight. Because this particular flight was no longer available as a code share with Air France, nor did the new arrival time permit connecting from San Francisco, an automated system changed the reservation to an alternate flight. While indeed this flight did not permit connecting from San Francisco either, the email was sent to you with the objective that you would contact our Service Centre to find an alternate itinerary for your mother. Our agents did propose an alternate itinerary with our associated airline KLM, connecting through Amsterdam Schiphol airport, ranked independently among the best airports in the world, to a flight operated by Jet Airways to Mumbai, or other multi-connexion itineraries. We are sorry that none of these were deemed suitable by *** *** and she decided to cancel the booking and requested the refund of the ticket, which has been fully refunded as of ** September **and will be posted on the credit card used for payment. However, no further compensation is provided in such circumstances
*** ***,Thank you for contacting us.First and foremost, I would like to offer you my sincere condolences for the loss of your father.We are disheartened to learn about the situation you have reported. However, because you have not mentioned the name of your parents, we have been unable to
pull up their reservationThis been said, we understand your parents booked their tickets with a travel agency and not with Air FranceWe also understand they booked their ticket in Morocco and not in the USA.In regards to the proceedings, we regret to inform you that our office is unable to deal with matters linked to foreign countriesAs such, we must respectfully suggest remaining in touch either with the travel agency or Air France in Morocco.Kind regards,Air France Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:i cant open the form they sent to me and also I don't find this response satisfactory and handling my complain right! My mother is still taking medication from the pain and the stress she was exposed to and still even if as they say she was only supposed to be in the wheel chair till the boarding gate, but she requested from the person who was responsible for her to come back and take her on the wheel chair through the tube because she can't walk! A years old lady should be treated with more care and respect
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We were sorry to learn that Air France Customer Care's response did not meet the expectations of *** *** and *** ***Upon review of the travel details shared, the irregularity of a Delta Air Lines operated flight, resulted in Delta Air Lines' reissue of tickets and reroutingTherefore, we must respectfully suggest *** *** and *** *** contact Delta Air Lines directly through their Comment/Complaint form.Best regards,Air France Customer Care
We are sorry to learn ** *** dissatisfied with our Refunds Department’s response to her request. We should highlight that the fare purchased does not permit any refundsUnused taxes are generally only returned to passenger if the ticket is unused In the case of a partially used
ticket, any residual amount is determined by calculating the cost of the itinerary actually travelledThe cost difference between one way and round trip tickets for a determined route usually offsets the value of unused taxes, therefore no refund is due. That being said, the return portion of ** ***s ticket is still valid and she may use it as reserved or change it in accordance to the conditions of the fare
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Air France refuses to refund unused TAX money that is mineEvery other airline refunds unused taxIt's a shame that they are behaving in such a dishonest and petty manner.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are sorry to lean that ** *** had difficulty requesting the refund of the ticket he had purchased on our Website ***For such bookings, our customers may request a refund on our Website through Your reservations or using the Online Refund Request FormAdditional information can be
found on our Website under: Refunds.In this case, our records show that ** ***’s ticket was fully refunded on the credit card used for the purchase on ** May
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This is unacceptable We have been thrown around in circles by both airlines, who oddly enough are affiliated with one another We have called BOTH airlines to only be put on hold for minutes or more at a time with no one ever returning to the line to address the situationWe first contacted Delta who advised us to contact Air France because they would be unable to refund money that we did not pay their airline directlyThe lack of customer service is appalling and I will await a resolution that is acceptable instead of attempting to deflect the issue to another company.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
In reviewing this file and the events described by the client, while he was quoted the price of USD623.00, fares are not guaranteed until ticketedThere are a limited number of seats available at the price that was advertised
Therefore when he tried to complete the transaction, the fare that
was quoted was no longer availableThis occurs when several clients are trying to purchase tickets simultaneously
I am sorry however we cannot accede to his request for a refund of the fare difference
Best regards,
Air France Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
In a prior response from the airline, they stated the following:I had booked a flight on ** May. They confirmed the flight and ran my credit card. The charge was authorized by my credit card. For some unexplained reason, the airline never followed through. Although there were flights available on ** May, they were twice as much and I was forced to book a flight on ** May. I had to incur additional costs in hotel and other costs in order to make the change caused by the airline not following through on their end.update: don't have proof of the ** may trip purchase but in Air France's response, they admit the purchase was made by me and authorized on my credit card They did not follow through When I was finally told by them that the charges did not go through by them, price had doubledI had to change it to next day Those charges and my extra night charges on my credit card are attached Thank you (Attachment is in the library)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are very sorry to learn that *** *** continues to be dissatisfied. Whilst this is always a matter of concern to us, we regret that we can only confirm the terms of our previous response. I should explain that it is an industry standard for tickets to prepay for airline tickets at the time of issuance. While the codeshare flight operated by Jet Airways was confirmed at that time, that airline later changed their schedule, which resulted in a misconnexion with the previous flight from San Francisco We have offered a reasonable alternative for her mother to travel back from San Francisco to Mumbai, but *** ***’s refused it and decided to cancel the booking. We should highlight that the refund of the ticket was processed on or about the same day, but no later than days after it was requested and no penalty was deducted from the cost of the ticketNo interests is paid in this case. If the amount has not yet been posted in the account, we kindly suggest that *** *** ask her financial institution for an explanation. Also, since this is a consequence of *** ***’s decision to terminate the contract of carriage with Air France, no payment is made for the alleged added cost to purchase another ticket
We are sorry to learn that ** *** *** *** reservation in Premium Economy class for flight *** on * September had to be changed to Economy, due to an unforeseen change of aircraft for one with a smaller capacity. While we are sorry for the disappointment that situation may have
caused, we are pleased to note that we were eventually able to accommodate ** *** *** *** in the class purchased
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I'm not sure why they are not understanding why they should have some responsibility in this matterI will outline below:The insurance policy was purchased on Air France's websiteDue to a glitch in Air France's online system, the purchase was not sent to the insurance providerAir France collected money for the insurance, therefore Air France should be held accountable to some degreeThe resolution I am requesting is the ability to cancel my flights and receive a full refund from Air FranceThis is a very small request and Air France should be willing to make this gesture of good faithA company can't simply collect money or make reservations on behalf of another company and refuse to be held responsibleI cannot contact the insurance company because Air France failed to notify the insurance company of my policy purchase so a policy in my name does not exist
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are sorry to learn of *** ***s dissatisfaction as she was expecting a response from Air France, however, our partner Delta Air Lines is tasked with answering correspondence from our customers residing in North AmericaThat being said, we regret that ** *** was unable to travel as planned
on ** April 2016, due to the overbooking of her flight from Tel Aviv to ParisWhile we recognise that this situation must have been disappointing for her, there are many reasons why it is necessary for airlines to overbook, although we strive to keep this to an absolute minimumWhile we are pleased to note that our ground staff was able to offer an alternate itinerary that allowed you to arrive earlier at Pittsburgh, her final destination, we deplore that this also resulted in a long wait at Tel Aviv airport and, we are sorry to learn, the delay of her baggageSince overbooking is a common industry standard, legislation has been introduced to provide compensation for passengers facing this situationOur records show that a check corresponding to this compensation has been issued * August and cashed on ** August We are also sorry to learn that your baggage was delayed and wish to offer you our renewed apologies for any inconvenience causedWe are aware of the considerable difficulty incidents such as this can causeEvery effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and we very much regret this was not the case on this occasion. Also, since the last carrier of the journey, to whom the delay is reported, is responsible for handling the baggage claim, we kindly request that *** *** to contact Delta Air Lines directly. We do hope that the above explanation will help soften the negative impact of this situation, and that ** *** will afford us another opportunity to serve her to her entire satisfaction
We were sorry to learn of the difficulties *** *** has been experiencing with the insurance policy purchased together with Air France ticketsAir France does not have access to the insurance company recordsWe therefore kindly invite *** *** to contact the insurance company directly
together with her proof of purchase of the insurance contracted. Best regards,Air France Customer Care
We are sorry that ** *** continues to be dissatisfied. Whilst this is always a matter of concern to us, we regret that we are not able to change our position. When a customer decides to purchase travel insurance, the contract is strictly between the passenger and the insurance companyIf ** *** has a proof of payment of the corresponding fee, she may submit it to the insurance company for their perusal We do hope that we can move forward from this point and that ** *** will afford us another opportunity to serve her to her entire satisfaction
We appreciate ** ***’s telling us of her dissatisfaction with the conditions surrounding her flight DLof * April last, operated by Air France from New York City to Paris. Due to unforeseen operating difficulties, we were forced to postpone the takeoff of this flight While
there are many factors that can prevent a flight from departing or arriving on time, we take all reasonable measures to avoid such occurrences. We fully appreciate the inconvenience caused to her and her sons on this occasion and wish to offer you our renewed apologies. However, we are unable to respond favourably to her request to refund her Delta Air Lines ticket and we kindly refer her to contact that airline for their considerationShe may do so through the following link: Comment/complaint? We thank Mrs GENOVESE for her understanding and trust that this issue will be resolved at her satisfaction
Dear ** ***,Thank you for your message.In order for us to go any further with the review of your file, please provide your ticket number (reservation number) at your earliest convenienceI will treat your request upon reception.Kind regards,Air France/KLM Customer Care
*** ***,I am sorry our last answer didn’t bring you satisfaction.I would like to thank you for providing the proof of contact with Air FranceThis e-mail is enough for us to process your refund, as per our hour cancellation policy.Our refund department will be in touch with you shortlyWe thank you for your patience in this matter and we hope everything was solved to your entire satisfactionKind regards,Air France Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This response is very disappointing and doesn't help at all since the Air France rep who made the mistake was in Houston and not Morocco and we don't know who to reach out to in Morocco to resolve this matter
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are sorry to learn that *** *** is dissatisfied with the change of program affecting flight *** of ** June **17, operated by Jet Airways from Paris to Mumbai, which she had reserved for her mother. Flight frequency to some destinations sometimes must be amended in light of changing
demands for transport or local conditionsIn this particular case, it appears that the operating airline, Jet Airways has changed the departure and arrival times of the flight. Because this particular flight was no longer available as a code share with Air France, nor did the new arrival time permit connecting from San Francisco, an automated system changed the reservation to an alternate flight. While indeed this flight did not permit connecting from San Francisco either, the email was sent to you with the objective that you would contact our Service Centre to find an alternate itinerary for your mother. Our agents did propose an alternate itinerary with our associated airline KLM, connecting through Amsterdam Schiphol airport, ranked independently among the best airports in the world, to a flight operated by Jet Airways to Mumbai, or other multi-connexion itineraries. We are sorry that none of these were deemed suitable by *** *** and she decided to cancel the booking and requested the refund of the ticket, which has been fully refunded as of ** September **and will be posted on the credit card used for payment. However, no further compensation is provided in such circumstances
*** ***,Thank you for contacting us.First and foremost, I would like to offer you my sincere condolences for the loss of your father.We are disheartened to learn about the situation you have reported. However, because you have not mentioned the name of your parents, we have been unable to
pull up their reservationThis been said, we understand your parents booked their tickets with a travel agency and not with Air FranceWe also understand they booked their ticket in Morocco and not in the USA.In regards to the proceedings, we regret to inform you that our office is unable to deal with matters linked to foreign countriesAs such, we must respectfully suggest remaining in touch either with the travel agency or Air France in Morocco.Kind regards,Air France Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:i cant open the form they sent to me and also I don't find this response satisfactory and handling my complain right! My mother is still taking medication from the pain and the stress she was exposed to and still even if as they say she was only supposed to be in the wheel chair till the boarding gate, but she requested from the person who was responsible for her to come back and take her on the wheel chair through the tube because she can't walk! A years old lady should be treated with more care and respect
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We were sorry to learn that Air France Customer Care's response did not meet the expectations of *** *** and *** ***Upon review of the travel details shared, the irregularity of a Delta Air Lines operated flight, resulted in Delta Air Lines' reissue of tickets and reroutingTherefore, we must respectfully suggest *** *** and *** *** contact Delta Air Lines directly through their Comment/Complaint form.Best regards,Air France Customer Care
We are sorry to learn ** *** dissatisfied with our Refunds Department’s response to her request. We should highlight that the fare purchased does not permit any refundsUnused taxes are generally only returned to passenger if the ticket is unused In the case of a partially used
ticket, any residual amount is determined by calculating the cost of the itinerary actually travelledThe cost difference between one way and round trip tickets for a determined route usually offsets the value of unused taxes, therefore no refund is due. That being said, the return portion of ** ***s ticket is still valid and she may use it as reserved or change it in accordance to the conditions of the fare
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Air France refuses to refund unused TAX money that is mineEvery other airline refunds unused taxIt's a shame that they are behaving in such a dishonest and petty manner.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are sorry to lean that ** *** had difficulty requesting the refund of the ticket he had purchased on our Website ***For such bookings, our customers may request a refund on our Website through Your reservations or using the Online Refund Request FormAdditional information can be
found on our Website under: Refunds.In this case, our records show that ** ***’s ticket was fully refunded on the credit card used for the purchase on ** May
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This is unacceptable We have been thrown around in circles by both airlines, who oddly enough are affiliated with one another We have called BOTH airlines to only be put on hold for minutes or more at a time with no one ever returning to the line to address the situationWe first contacted Delta who advised us to contact Air France because they would be unable to refund money that we did not pay their airline directlyThe lack of customer service is appalling and I will await a resolution that is acceptable instead of attempting to deflect the issue to another company.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
In reviewing this file and the events described by the client, while he was quoted the price of USD623.00, fares are not guaranteed until ticketedThere are a limited number of seats available at the price that was advertised
Therefore when he tried to complete the transaction, the fare that
was quoted was no longer availableThis occurs when several clients are trying to purchase tickets simultaneously
I am sorry however we cannot accede to his request for a refund of the fare difference
Best regards,
Air France Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
In a prior response from the airline, they stated the following:I had booked a flight on ** May. They confirmed the flight and ran my credit card. The charge was authorized by my credit card. For some unexplained reason, the airline never followed through. Although there were flights available on ** May, they were twice as much and I was forced to book a flight on ** May. I had to incur additional costs in hotel and other costs in order to make the change caused by the airline not following through on their end.update: don't have proof of the ** may trip purchase but in Air France's response, they admit the purchase was made by me and authorized on my credit card They did not follow through When I was finally told by them that the charges did not go through by them, price had doubledI had to change it to next day Those charges and my extra night charges on my credit card are attached Thank you (Attachment is in the library)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are very sorry to learn that *** *** continues to be dissatisfied. Whilst this is always a matter of concern to us, we regret that we can only confirm the terms of our previous response. I should explain that it is an industry standard for tickets to prepay for airline tickets at the time of issuance. While the codeshare flight operated by Jet Airways was confirmed at that time, that airline later changed their schedule, which resulted in a misconnexion with the previous flight from San Francisco We have offered a reasonable alternative for her mother to travel back from San Francisco to Mumbai, but *** ***’s refused it and decided to cancel the booking. We should highlight that the refund of the ticket was processed on or about the same day, but no later than days after it was requested and no penalty was deducted from the cost of the ticketNo interests is paid in this case. If the amount has not yet been posted in the account, we kindly suggest that *** *** ask her financial institution for an explanation. Also, since this is a consequence of *** ***’s decision to terminate the contract of carriage with Air France, no payment is made for the alleged added cost to purchase another ticket
We are sorry to learn that ** *** *** *** reservation in Premium Economy class for flight *** on * September had to be changed to Economy, due to an unforeseen change of aircraft for one with a smaller capacity. While we are sorry for the disappointment that situation may have
caused, we are pleased to note that we were eventually able to accommodate ** *** *** *** in the class purchased